Cox Business
reviews and complaints

I have been a loyal customer of *** Communication for over *** December my recording option began to malfunction by cutting off the end of the programs I am recording. I have called *** numerous times for assistance and they have sent several field technicians out to fix the problem. Unfortunately, the problem has never been solved. In January I was told that the experts in *** would contact me to solve the problem, I have not been contacted by anyone from ***. I have been a very patient and accommodating customer but enough is enough. I want this problem fixed as soon as possible.

I was promised a monthy payment of $220 a month for 2 phone lines, a fax line and internet in October last year. Two months later a different person spoke to the business owner (my 80 year old mother) and sold her on 100Mbps internet connection in spite of the fact that we had a 10M connection for years. The bill is now $320 a month plus tax. This is a two person office where we only read email and do internet searches. We don't need such a quick connection and never have. There's no way my mother would know the difference in speeds. The salesman took advantage of an elderly woman. I am just noticing this months later as I am not full time in the office.

My family and I unfortunately were forced to sign up for *** Communication when we moved only 5 miles away from our previous address. Now we not only pay more but have a data cap limit. I used to pay the same price with no limit. Now we are getting charged more with small kids in the house that need *** for school. We need the *** to survive and not for gaming or entertainment. It is not OK that they charge $50 for unlimited data. We need to be able to choose our internet provider. Spectrum is a much better company and this monopoly is unfair to single home families and how internet is a necessity for us and our children in order to survive in school and work. *** needs to seriously reconsider their data cap policy. I will be writing my congress person and representative to bring awareness to this situation and problem.

I'm an independent IT consultant and I asked *** to please fix the online account problem where they have the wrong *** account associated with an email address. They recommended solving this through text message, which I attempted on 4 different occasions. They managed to make the problem worse, so i tried calling support and after speaking with 3 different agents, they can't figure out how to fix the problem. I have emailed my contact at the sales department asking for the supervisor of the billing department. No response. Now I'm stuck with a serious problem where one of my clients logs into their *** account and only sees one of their two accounts, because an incompetent support rep has deleted one of their accounts. (law office of ***) I do plan to file a lawsuit if this is not rectified in a timely manner.

On March 26th *** service went down in the area (not the first time). It failed in the morning and was out all day. They promised the issue would be resolved by 2:59pm. It was not. At 3pm, they then promised it would be resolved by 6:10pm. It was not.I called them Saturday morning March 27, spend a lot of time on the phone with support, crawling around, unplugging and re-starting things. Nothing worked. They said the earliest they could send a technician was Sunday morning.At that point, I cancelled the service. The *** service was failed, and their support was extremely slow (requiring days to wait and muck around with it.)I was happy to move on to a service that actually works. However, they are charging me a $60 early cancellation fee! I think that is unfair since it was they who breached the contract first by not providing the *** service.I would like the $60 fee to be waived.

I have had billing problems with *** online. On the website they say my payment has been done successfully, unfortunately they don't provide me with a confirmation number. A few days later they tell me that they never received the payment. I call the bank and they say they didn't make a payment to *** but I always make sure I call the bank's automated system to ensure the payment went through. Which it did. Because it gave me an amount lower than the one I previously had. So where's my money going? And when I called *** again telling them that I want to cancel the service their system is conveniently down. And they told me their call center is located in ***. They asked me for my social security number at the beginning of the service contract, I was hesitant but they said my information was secure in their system so I have them the number. Dumb I know. Can you help me please? . Thank you.

I have called three times to *** Residential, and was told that my cancellation fee's would be credited. . . An email just emailed to me said my account is now past due. But when I contacted *** they told me I was denied the "request" and that the $200.00 plus a late fee was still due. I gave names and dates of people whom promised this would be taken off my account last time prior to today was February 17th with *** whom I explained that the woman who I called to cancel over the phone with initially told me that the charge would be credited.I told *** how unhappy I am with their lack of communication and that I felt at this point since they never got back to me AND they have told me that they would credit the account. Plus everyone is hurting due to COVID-19 and this was super unprofessional to expect me to pay a late fee when *** told me that it would be "taken care of". I never agreed to the OCT 2020 2 yr contract.

In April this year, *** had taken over the management of the ***, from ***. There have been four different parties-employees of both the previous management firm, as well as *** (BPM) that have submitted the appropriate documentation to have the phone/internet accounts switched over. See attached. Not only has Cox failed to do so in a timely manner, they have interrupted services, leaving the Community venerable, despite payments being made. On July 1 our Community phone was shut off. After speaking to four different reps, I was forced to put the payment on my personal credit card. Since then, BPM has resubmitted all the documents previously and we have reached out to numerous representatives, to no avail. At this point, I need a member of the Executive Management team to contact me directly to ensure there is no interruption of services until this issue is resolved.

Wed. Jan 6 I had an appointment with Cox to install a Contour box between 1pm and 3pm. At 3:45 no one showed or called. I called Cox. They got in touch with the dispatcher. I got a call about 4:15 from a technicion saying he would be there by 4:30. He was on his way. No one showed or called. I called Cox ( I had to tell my story 8 times. I was hung up on, too.) I was informed I had been rescheduled for the 9th--3 days later. ( I was originally suppose to have this done in September when I moved down to Encinitas) I was furious. I demanded to speak to the manager. I put in a formal complaint and told someone from upper ranks would call me . They never did. Thurs Jan 7 I called Cox again (in all 8 times!) I requested the manager. A woman answered and then hung up on me. I called again. This time the manager was male. He said he had no one to come until Friday. This is horrible, and I see from the complaints, my experience with Cox is not exclusive . Customers should not be treated this way and be charged $100. I should not have to pay for HBOMax for at least a month. Please help me.

I have been with *** for years. I moved in November and transferred my service. Not one *** representative informed me that in transferring my service it would put me in a 1 year contract. I was not on a contract before and no one informed me otherwise, so I was under the impression that I was not on a contract. The current plan that I am on through ***, is not enough bandwidth, however when I contacted the sales department, my next option was $32 more per month, which I cannot afford. On January 26, I contacted *** via their live agent on their website. I specifically asked if I was on a contract and they told me "no". I have a copy of the chat transcript as proof. Based on that information that I was provided by a *** representative, I went ahead and switched internet providers. Today (1/29), 3 days after I was told that I was NOT on a contract, I called to cancel my service. At that time I was informed that there would be a $90 early termination fee because of my contract, which began the day I moved. I spoke with 3 different customer service agents, the last one being a supervisor, named *** They told me that because there was a note in their system and on my ***, I should have know that I was on a contract. It is NOT my responsibility to review my monthly *** with a fine toothed comb to confirm whether I am on a contract or not. It is *** responsibility to inform me at the beginning, so I can choose whether I want a contract or not. *** told me that it is a valid charge and he cannot waive it. It is not a valid charge and I should not have to pay it. It was honestly one of the worst customer service experiences I have ever had. If I can report them to more than the ComplaintsBoard.com, I will.

I was relieved to be able to apply for low cost internet to keep my distance learning children able to attend class even though times have been more than tough lately. My current *** of $107 per month would reduce to els than $20, i was relieved. I submitted my required paperwork 12/19, but logging in 12/21, I didn't see my application submitted so I re-applied and resubmitted the paperwork. *** didn't follow up, and when I logged in the first week of January, in it stated that my order was cancelled! I quickly called in and spoke to a young woman who stated that my paperwork was received but couldn't tell me what what holding things up, stating things may take a few days to clear up. I received an email yesterday, stating that there was a problem with my order, to please call in. I called this morning and spoke someone who stated I was going to have to reapply because it's now been over 30 days with out following up. Wrong, I explained, I did follow *** in early January. Then I was told that the "free lunch" letter I submitted was invalid because I had written my name on with sharpie. I explained that my husband had submitted the app, same address, and that was why his name was typed and mine wasn't, just written. And there is apparently a problem with my childrens report cards because its addressed to them and not me. Well this is all I have!I am so upset right now as I feel especially in this time of desperate need, they are thinking about their bottom line and really don't care to keep low income kids connected to the internet and school. I am now being told I have to reapply with out any retroactive lower cost service "because it's a government service" but *** dropped the ball, so why is my family being punished for their lack of responsibility